Who we are ¡Hola We’re On the Beach. There’s over 500 of us, mostly at home, and sometimes in our office in Manchester. We send nearly two million people on holiday every year (not together) and we’re expecting to get to three million pretty sharpish. Why? Because we’re the only holiday company who truly gets why going on your holidays is the best week or two of the year. With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays. And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun… We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans. We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA. You'll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community. What you'll be doing We are seeking a dynamic Customer Experience and Insights Analyst to play a pivotal role in enhancing customer/colleague experience and improving operational productivity through data-driven insights, joining our newly formed Customer Experience team. In this role you will focus on analysing customer interactions data, identifying pain points, improving products and services, and optimising operational workflows. The Salary for this role is up to £25,000 DOE Key Responsibilities: You will collaborate with the Pre and Post Travel Customer Improvement Leads to enhance the customer experience across the end-to-end customer journey. Identify customer/colleague pain points by analysing and structuring insights found in customer feedback, external data such as NPS, Trust Pilot reviews and complaints, addressing reoccurring issues to improve customer satisfaction. Analyse customer and colleague data, looking at how we can balance speed and quality of service. Skills you will bring to the beach You’ll have excellent communication and stakeholder management skills You’ll have strong analytical skills with experience in structuring, analysing and interpreting data to track performance and draw insights, with strong attention to detail. You’ll have experience working with customer / omni channel platforms. Good knowledge of Microsoft Excel and PowerBi or other data management tools. What to expect from our interview process We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist. Ways of working We have a Hybrid way of working here at On the Beach Working patterns will be 37.5 hours Monday - Friday between 8-6pm, with some flexibility for support with our out of hours (weekend and evening). Our benefits We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday 25 days holiday plus your birthday off Flexible working hours and hybrid working Access to Learnerbly learning platform, plus workshops, courses and professional qualifications Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support Employee Assistance Programme and free access to counselling Simplyhealth Optimise Health Plan Company Sick Pay scheme Regular wellbeing events Gym discount Death in Service cover Onsite subsidised coffee shop The Sandbox (our very own bar) Food and drink discounts across a number of venues in Manchester City Centre Regular social events Cycle to Work scheme